IT Team Manager

What being part of the Sigma Family means for you: IT Team Manager

Cape Town

Inspire People. Enhance Services. Deliver Results.

Are you an experienced IT leader with a passion for service excellence, team development, and continuous improvement?

At Sigma, we're seeking an exceptional IT Team Manager to lead and develop our on-site IT team, driving operational excellence and delivering outstanding IT services. You'll manage and coach on-site engineers, act as the technical authority for the team, and oversee Service Desk performance to ensure effective and efficient support across the business.

This is a key role within Sigma IT, where you'll build strong relationships with stakeholders across the organisation, drive continuous improvement, and ensure IT services remain aligned to Sigma's business requirements. Your leadership will play a critical role in enhancing service delivery, developing team capability, and enabling business success through technology.

Why Sigma?

For four consecutive years, Sigma has been recognised by the Sunday Times Best Places to Work, voted for by our people. We believe in #ImproveEverythingAlways and create an environment where ambitious leaders can thrive, grow and make a real impact.

What you'll get

Career development and opportunities to apply for internal promotions following your probationary period.

Monthly, Quarterly, and Annual awards with marvelous prizes.

‍ ️ Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.

Transportation Benefits – Accommodate by making your traveling journey to work easier with the amazing shuttle services that we offer our employees.

**Fuel Up & Connect -**Our Food Trucks are here with healthy bites and comfort treats to keep you energized and smiling all day!

**Pamper Yourself -**Visit our unisex Beauty Parlor for brow threading, nails, lashes, waxing and lovely full body massages. Because feeling fabulous is part of the journey!

**Your Health Matters -**We have a nurse on-site to assist with any female health-related queries, support when you need it most.

**Your Vision, Our Mission, All Done Where You Work -**We’re bringing eye care to you! From eye testing to trendy spectacles, it all happens onsite for your convenience!

Join communities and collaborate with your colleagues on our internal Social Media platform.

The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family. A bit more about the Opportunity...: What Your Day-to-Day Will Look Like

As our IT Team Manager, you'll take ownership of the day-to-day management of the Service Desk and on-site engineering team, ensuring the delivery of efficient, high-quality IT support services while driving continuous improvement across the function.

You'll:* Manage and co-ordinate the processing of incoming calls and tickets to ensure the courteous, timely, and effective resolution of incidents and requests.

• Ensure ticket handling and escalation policies and procedures are consistently followed.
• Act as an escalation point, providing co-ordination and support to on-site engineers and IT Operations Managers during high-severity incidents.
• Provide communications to customers in preparation for planned work and unplanned outages.
• Work closely with IT colleagues to resolve incidents and support problem management activities.
• Ensure processes are carried out in accordance with agreed standards and procedures.
• Identify recurring incidents and underlying problems impacting service delivery.
• Analyse trends in incidents and service requests, providing input for projects, upgrades, and problem management initiatives.
• Manage the on-site engineers' rota to ensure appropriate resource coverage, escalating any gaps to the Senior IT Service Manager.
• Manage technical escalations for on-site engineers relating to incidents and problem records.
• Coordinate with the wider IT department on project-related activities and deliverables.
• Provide reporting on call volumes, incident trends, and Service Desk performance across the wider IT team.
• Contribute to Service Level reporting for management and key stakeholders.
• Identify and support opportunities to improve services, processes, and the overall customer experience.

What amazing People will bring to the role: Who We're Looking For

You’re a customer-focused IT leader who combines strong technical expertise with people leadership to deliver exceptional IT services. You build strong relationships, develop team capability, and thrive in a fast-paced environment where priorities can shift quickly. You are passionate about continuous improvement, knowledge sharing, and ensuring the highest standards of service delivery.

You'll ideally bring:

• A minimum of 5 years' experience within IT, including people management experience.
• In-depth knowledge of the Microsoft portfolio, particularly Windows 11, Microsoft 365, Active Directory, Microsoft Entra, and Intune.
• The ability to monitor and manage tickets within the ITSM system, ensuring the on-site team consistently meets agreed KPIs and service standards.
• Proven experience leading an on-site engineering team, providing guidance and support while managing technical escalations.
• The ability to manage multiple tasks, priorities, and projects simultaneously while maintaining high levels of service delivery.
• A commitment to contributing to and promoting the development of the IT knowledge base to better support the wider IT team.
• Experience maintaining and developing the skills and competencies of team members through coaching and development.
• The ability to evaluate employee performance through goal setting, performance management, and regular appraisals.
• Experience managing shift and rota planning to ensure appropriate office coverage is maintained.
• Knowledge of networking fundamentals, including switch configuration.
• Experience working within an ITIL framework and adhering to industry best practices.
• Excellent communication and relationship-building skills, with the ability to engage effectively at all levels of the business.
• Strong technical expertise and the ability to support direct reports in the delivery of IT services.
• A proactive approach to learning and managing an evolving technical portfolio.

Why This Role?

This isn't just another IT management role.

It's an opportunity to lead a talented team, shape the delivery of IT services across Sigma, and drive continuous improvement within a growing and dynamic organisation. You'll play a pivotal role in developing technical capability, enhancing service performance, and ensuring technology continues to enable business success.

If you're ready to lead by example, develop high-performing teams, and make a meaningful impact across the business, we'd love to hear from you.

Join the Sigma Family.

Apply today and help us #ImproveEverythingAlways.